Team & Role:

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role is part of our UX Research & Insights team – focused on Product, UX, and Customer Research. They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love. Our Researchers enable product management, design, and engineering leadership to make data-driven product strategy and build decisions.

Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience

ServiceNow's CSM strategy centers on turning structured customer workflows into agentic systems where AI agents take on end-to-end task execution alongside humans. A category being defined right now, with emerging interaction patterns. This is a hands-on role: you'll work closely with customers to build deep workflow expertise, translate it for your cross-functional team, explore human + AI interaction models, and evaluate model behavior and trust from PoC through live use, all while building AI into your own research workflow and scoping new methods for a category that doesn't yet have a playbook.

As a subject matter expert on this team, your impact and visibility extend beyond your immediate team. You'll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping elevate the research practice as a whole.

What you get to do in this role:

Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop
Understand customers' unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design decisions
Apply and adapt appropriate research techniques and methods for specific project needs
Partner with Product Managers and Designers to influence product strategy and roadmaps
Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics
Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations
Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
Build AI tools and methods into your own research workflow, and help define new research approaches suited to a product category without an established playbook
Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt

Basic Qualifications (The must have):

BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience
7+ years’ of work experience applying and conducting customer-centered research techniques to product definition and designs
Experience conducting research directly with B2B/enterprise customers, including navigating complex organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions
Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Experience researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in addition to traditional usability and task success
Expert knowledge in defining, planning and executing research studies including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods
A portfolio of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research.

Preferred Qualifications (The nice to have):

Master degree or PhD is a bonus
Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 0→1 product environments
Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service
Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
In depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design
Experience with the creation and execution of online surveys as well as rich qualitative research techniques
Expert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders.
The ability to learn new technical concepts quickly.
Experience coaching and mentoring more junior team members, contributing to their growth.

Work Personas

Equal Opportunity Employer

Accommodations

Export Control Regulations

Staff UX Researcher, Customer Service Management (CSM) at ServiceNow — Santa Clara, CA

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